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Accomplished and innovative customer experience manager with over 20 years of B2B/B2C expertise in developing strategies aligned with business objectives to streamline processes and enhance customer support through data-driven insights. Possesses strong leadership and communication skills, enabling effective collaboration with various business units, team members, management, and customers. Demonstrated ability as an analytical troubleshooter, skilled in identifying problems, conducting A/B testing, implementing solutions, and achieving project/organizational objectives.CAREER HIGHLIGHTS• Led the implementation of Salesforce.com and Adobe Experience Manager CMS, following Knowledge-Centered Support (KCS) practices, streamlining global support platforms in alignment with digital transformation goals• Boosted customer engagement and content relevance, increasing web self-service content views by 14% YoY through tailored optimizations and UI enhancements• Utilized data-driven insights to reduce customer case volume by 18% through strategic A/B and multivariate testing and content adjustments, enhancing self-service satisfaction and ease• Newly introduced Support top navigation menu drove a 59% increase in visits and a 10% increase in article visits• Increase support Connectivity page consumption by 24%, decreased site search queries by 9%, and 24% reduction in page back-and-forth• Developed a global accessibility strategy, achieving a 97% reduction in WCAG compliance issues, aligning with inclusive customer-first design principles• 2021 JD Power Technology Service & Support certification – recognized excellence in Pitney Bowes Self-service support, including web and online/on-product supportAREAS OF EXPERTISE• Client / Customer Support• Strategic Business Planning & Requirements• Product Ownership/Program Management and Partnering• Agile Project Management• Relationship Managment• Roadmap Creation and Prioritization• Data Analysis & Interpretation • Cross-functional Collaborations• Global Communications• Training & Mentoring• ‘Outside-in’/Customer-First Approach• Global and multi-language Implementations • Process Improvement and Tool Innovation• Content Management Systems (CMS) and Content Migration
A.R. Fogarty Add Electric
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Manager, OperationsA.R. Fogarty Add ElectricAlbany, Ny, Us
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Manager, Global Support Sites/Product OwnerPitney Bowes Apr 2013 - Jun 2024Stamford, Ct• Directed strategy and execution for customer-facing support sites in multiple languages, aligning objectives with OKRs to enhance customer experience and drive measurable improvements in self-service performance metrics (KPIs)• Developed and implemented support site roadmaps to increase engagement and optimize usability through data-driven improvements and UI enhancements• Led a cross-functional Agile team of IT and UX professionals, overseeing sprint planning, technical releases, and retrospectives to ensure alignment with strategic objectives• Elicited, documented, and defined functional and technical requirements for global support platform enhancements, aligning technical solutions with business objectives and organizational goals• Partnered with Data Science and technical teams to analyze trends, conduct A/B testing, and deliver new features that met stakeholder needs• Facilitated workshops to define business needs, validate solutions, and build alignment across departments• Presented actionable insights to executives, influencing strategic decisions and long-term planning• Managed global content workflows using tools like Workamajig, JIRA, and Aha to streamline requests, track progress, and enhance collaboration• Optimized the customer experience using analytics tools (Adobe Analytics, FullStory, Coveo, etc.), leveraging AI and machine learning to improve accessibility and engagement• Designed and delivered training materials for content management, supporting global teams with best practices• Mentored and managed a high-performing support team, fostering growth and achieving key performance objectives -
Supervisor Of Web SpecialistsPitney Bowes Business Insight Jul 2007 - Apr 2013Troy, New York• Migrated support content from custom application and implemented ExpressionEngine content management system (CMS), resulting in $160,000 yearly cost savings and increased global user adoption of web content management company-wide• Created global training materials on web content creation, editing, publishing, and best practices; conducted training sessions for users across various teams and regions.• Aligned global web sites and web marketing programs with corporate brand and messaging• Web advisor lead on company-wide web-related initiatives, including legal matters and company acquisition and integration activities
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Information Architect/Project ManagerMapinfo Oct 2002 - Jul 2007Troy, New York• Re-architected an enterprise-wide web content management system resulting in consistent online global branding, reduced maintenance costs, and expanded functionality of 18 international sites• Analyzed and documented functional requirements for enterprise web tools, collaborating with developers and third-party vendors to implement process improvements • Coordinated development efforts between marketing, developers and third party vendors -
Web Content AdministratorMapinfo Corporation Apr 1998 - Oct 2002Troy, New York• Updated and maintained web content on a daily basis for the corporate site and 7 international web sites• Created user requirements, wire frames and functional specifications for in-house content management tools/applications• Web project lead: gathered requirements from global departments; created requests for proposals (RFPs); coordinated design and development effort to ensure consistency with the web site and conformance with the web style guidelines
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Marketing SpecialistMapinfo Corporation Dec 1996 - Apr 1998Troy, New York• Drove product launch process and promotion via product-specific websites, advertising and public relations for four new software products• Compiled, wrote, published and distributed product launch information to sales channel and coordinated launch activities with internal groups• Coordinated trade show exhibitions on a bi-monthly basis including all logistics, drive show objectives and lead generation
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Assistant To The President: Executive OfficesMapinfo Dec 1995 - Dec 1996Troy, New York• Managed President's schedule, coordinated and facilitated meetings, handled all correspondence/escalations and duties of the Executive offices• Acted as a conduit within the organization to facilitate company-wide communication • Communicated effectively and comfortably with all departments in the organization as well as outside business professionals
Robin Lupo Skills
Robin Lupo Education Details
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Communications -
Millard Fillmore CollegePublic Relations And Advertising Certification
Frequently Asked Questions about Robin Lupo
What company does Robin Lupo work for?
Robin Lupo works for A.r. Fogarty Add Electric
What is Robin Lupo's role at the current company?
Robin Lupo's current role is Manager, Operations.
What is Robin Lupo's email address?
Robin Lupo's email address is ro****@****ail.com
What is Robin Lupo's direct phone number?
Robin Lupo's direct phone number is (203) 356*****
What schools did Robin Lupo attend?
Robin Lupo attended University At Buffalo, Millard Fillmore College.
What are some of Robin Lupo's interests?
Robin Lupo has interest in Cooking, Project Management, B To C, Home Improvement Projects, Training, Personal, Organization, Design/decorating.
What skills is Robin Lupo known for?
Robin Lupo has skills like Content Management, Lead Generation, Online Advertising, Content Strategy, Wire Framing, Marketing, Web Design, Email Marketing, Advertising, Strategy, Salesforce.com, Saas.
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